Emotional Mastery for Enhanced Customer Service

Description

This two-day program is designed to equip participants with essential emotional intelligence, empathy, and de-escalation skills, helping them transform customer interactions into positive experiences.

What You'll Learn

Requirements

Physical Appearance

Who this course is for

All levels

Course Content Overview

  • Module 1: Introduction
      • Customers stories role play
      • Understanding emotional trigger
      • Exercise: 'Emotional Triggers Mapping'
      • Debrief on Emotional Triggers and preparation for Emotional Awareness and Regulation
    Module 2: Emotional Awareness & Self- Regulation
      • What is Emotional Awareness?
      • Exercise: 'Emotional Awareness Check-In'
      • Introduction to Emotional Regulation Techniques with
      • Exercise: Mindfulness
      • Exercise: Cognitive reconstruction
      • Debrief & Group Reflection
      • Exercise: Journaling
    Module 3: Emphathy & Active Listening Connections
      • What is Empathy? How does empathy play a role in customer servicing.
      • Exercise: Empathy Interview
      • Introduction of Active listening
      • Active Listening techniques
      • Exercise: Paraphrasing Relay
      • Debrief & Discussion
    Module 4: De-Escalation Techniques For Challenging Customers
      • What are De-escalation Skills.
      • Case Studies of Challenging Customers
      • Exercise: Emotion Ladder (based on case studies)
      • Positive Reframing for feedback
      • Exercise: Reframing Activity

    • You may download the course detail, trainer profile and leaflet by click download button below

    Download Module
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    • Contact Details
    • Novas HQ, Kuala Lumpur
    • 10-2, 2 Rio Office Tower, Persiaran Rio, Bandar Puteri, 47100 Puchong, Selangor D.E
    • Hotline : +603 8603 2052
    • Email : [email protected]
    • SSM : 202301045911 (1539826-M)
    • Novas Sabah Branch
    • Lot 10, 1st Floor & Mezzanine Floor, Phase 8, Lorong Margosa 2, Luyang Commercial Centre, 88300 Kota Kinabalu, Sabah
    • Hotline : +6088 223 975
    • Email : [email protected]
    • SSM : 202301045911 (1539826-M)
    • Novas Sarawak Branch
    • No.16-18, 2nd Floor,
      Jalan Wong King Huo, 96000, Sibu, Sarawak
    • Email : [email protected]
    • SSM : 202301045911 (1539826-M)
    • Novas Penang Branch
    • No. 127, 2nd Floor, Jalan Merbau, Pusat Perniagaan Oren, 13000 Butterworth, Pulau Pinang
    • Email : [email protected]
    • SSM : 202301045911 (1539826-M)
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